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Getting some really weird time outs at the same time every night

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Regular Visitor

Getting some really weird time outs at the same time every night

Have had techs out, they have changed our line, all our connectors and he even adjusted our neighbors lines incase we were getting feedback from them.  Still happening...  

I will include some Image links here since this is a new account.   

https://imgur.com/3Zjt7pV

modems log

 

https://imgur.com/BQa2ffY

Cable connect Cont.

https://imgur.com/nxtsBZN

 

Cable connect Cont.

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Expert

Re: Getting some really weird time outs at the same time every night

The signal stat numbers are o/k. Are you actually experiencing any connectivity problems, or are you just focusing on the error log entries ?



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Regular Visitor

Re: Getting some really weird time outs at the same time every night

I actually need to reset my modem in the morning after I get these logs.  

Noticibly faster once reset has been done. 

Highlighted
Expert

Re: Getting some really weird time outs at the same time every night

Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.


I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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Official Employee

Re: Getting some really weird time outs at the same time every night

Hello @tomatolover1983, thanks for reaching out to our Digital Care Team through our Forums page. I am sorry to hear about the continuous connection issues you have been experiencing. I can imagine how inconvenient and frustrating that must be experiencing that every night and we would love to further assist you with this.

 

Can you please send me a Private Message including your first and last name as it appears on the account? 

 

To send me a Private Message, please click my name “ComcastAmira” and click “Send a message". 


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